Frequently Asked Questions
Do you offer shipping throughout the United States?
Yes, we proudly offer shipping across the entire United States, including all cities and states in the mainland. Whether you’re located in a bustling city or a small town, you can count on us to deliver your order directly to your door!
How long will it take for my order to arrive?
Shipping times can vary based on your location and the shipping method chosen at checkout. Generally, standard shipping within the mainland United States takes 5-7 business days. Expedited and priority options are also available for faster delivery.
Do you ship to Alaska and Hawaii?
Yes for customers in Alaska and Hawaii, shipping may be subject to additional fees or shipping restrictions, and delivery times may be longer. Please contact us for more specific details.
What should I do if my package is delayed or lost?
While delays are rare, they can happen due to factors like weather conditions or carrier issues. If your package is delayed or if it seems to have been lost, please contact our customer service team right away. We will help track down the issue and work with the shipping carrier to resolve it as quickly as possible.
Is there free shipping available?
We offer free standard shipping on orders over a certain amount (this varies depending on the promotion or time of year). Be sure to check our website for any ongoing free shipping offers and thresholds!
Can I track my order?
Yes, once your order has been processed and shipped, you will receive a tracking number via email. You can use this number to track your package’s progress and estimated delivery date.
Can I change my shipping address after placing an order?
Once your order has been processed, we are unable to make changes to the shipping address. If you realize there is an issue with the address, please contact us as soon as possible, and we’ll do our best to assist you before the shipment is dispatched.
What shipping carriers do you use?
We use reliable shipping partners like FedEx to ensure that your order arrives safely and on time. The carrier used will depend on your location and the shipping method you select during checkout.
What file formats are acceptable for laser engraving?
Acceptable file formats include TIFF, BMP, JPG, and vector files like EPS, AI, and PDF.
What resolution is required for laser engraving?
For best results, artwork should be in a minimum of 300 DPI resolution.
Can I use images from my company’s website?
No, images from websites are typically low-resolution (72 or 96 DPI) and may not produce professional-looking results. Either contact your company’s graphic department for a high-resolution logo, or contact us for assistance.
What if I don’t have a high-resolution image?
We can re-design the image using the artwork you supply, but there is a graphic design charge for it.
Can I embed image files inside Word documents or spreadsheets?
No, please provide the raw artwork by itself in a separate file.
What if my artwork is not in the correct format?
Our art department will review your artwork and may incur an art charge if it does not meet our guidelines.
Do you have a database of company logos?
Yes, we maintain a database of logos for companies we have worked with in the past. If we have previously created or re-generated your logo for you, it is likely that we already have it on file in the format we need. Before sending us your logo, please contact us to check if we already have it in our database. This can save you time and effort in re-sending the logo.
Can I return or refund my custom order?
No, all orders are custom-made and cannot be returned or refunded, except in cases where there is an error on our part. If there is an error, we will correct it or re-engrave the item at our expense.
Do I need to pay for my order upfront?
Yes, we require payment in full before processing your order. We accept Visa, Mastercard, American Express, and Discover Card.
Can I cancel my order if there is a pricing change?
If there is a pricing change, we will notify you before starting the production of your order. At this point, you will have the opportunity to cancel your order if you do not agree with the new price. Please note that once we have confirmed the order and begun production, the price is final and cannot be changed or cancelled.
What if I find an error on my order?
If you find an error on your order, please contact us within 5 days of receiving your order. If the error is due to a mistake on our part, we will make any necessary corrections at our expense. However, if the error is due to incorrect information or specifications provided by you, we will work with you to correct the issue, but you will be responsible for any additional costs or fees incurred.